Good Hands Repair Network - Repair Consultant - Remote (EST/CST)

At Allstate, great things happen when our people work together to protect families and their belongings from life’s uncertainties. And for more than 90 years, our innovative drive has kept us a step ahead of our customers’ evolving needs. From advocating for seat belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity protection. Job DescriptionCandidates in Eastern and Central Time Zones are preferred.The GHRN Repair Consultant guides repair process management for the Good Hands Repair Network (GHRN) and manages moderately complex repair issues within the GHRN. This individual monitors assigned work, documents claim files, and responds to shop, customer, and internal inquiries. Designated individuals may also analyze network performance and capacity to optimize the GHRN footprint.Candidates in Eastern and Central Time Zones are preferred.Preferred Qualifications:Must have auto technical repair knowledge in a collision repair setting, including an understanding of repair methodology, repair processes, and the ability to discern related and unrelated damagesYou have prior experience using an auto estimating program such as: CCC One and a strong auto damage analysis background (12 months preferred)Prior experience writing estimates for an insurance preferred shop or as an auto damage adjuster is preferredFamiliarity with insurance policies, coverage, and repair processesCandidates in Eastern or Central Time Zone preferredYou’ll wear a few hats to fill a few roles throughout your day that all require a level of experience.The Customer Service Expert– you’ll live into Allstate’s Claims Culture by caring, empowering, and restoring, and you will accomplish that by being compassionate, clear, and a committed partner in each Casualty claim. You lead with empathy, always. The Investigator– you’ll confidently and independently investigate casualty (and applicable LOB (line of business)) claims by performing detailed reviews of damage and interpreting policies to determine coverage. The Effective Communicator– you’ll use phone, emails and sometimes even video chat with customers to help them through a fast, fair, and easy claims process. You’ll also incorporate a specific approach to claim handling to offer the customer their preference of communication to efficiently discuss their claim needs and keep them updated on the claim progress. The Negotiator– you will evaluate and negotiate claims settlements with customers, vendors, third party carriers and claimants, in accordance with all legal and business standard methodologies. With negotiations, you will incorporate tactics in handling challenging and complex situations.The Problem Solver– you’ll utilize multiple tools to get the job done in a fast-paced environment, including estimate tools, job aids, and additional settlement platforms, all while using your sharp critical thinking skills. The Recorder– you’ll protect the company financially by executing policies along policy agreements, and you keep a clear record of your work in a claims system that you will be trained on. You’ll accomplish this by ensuring timely and accurate documentation is completed as you work on each claim. Additional ResponsibilitiesServes as primary liaison between the GRHN shops, customers, and adjusters, negotiating appropriate actions to resolve customer issues and/or repair needs; assists with shop questions and helps determine appropriate actions to resolve moderately complex coverage and repair quality issues; processes claim paymentsReview, analyze, and determine actions needed to resolve moderately complex agent and vendor inquiries relating to claimsSummarizes documents and enters into claim system notesDocuments a claim file with notes, evaluations, and decision-making processGenerates and analyzes system reports to identify trends or issues and provides quality control recommendations, information, and observations to managementResearches, recommends, and explains alternative parts in a basic and occasionally moderately complex claimWork LocationThis is a remote, home-based position. Your home office does not need to be near an Allstate office, but you must reside in the United States.When Working from Home Full-Time You’ll Need:A dedicated workspace in your home that is private and free from distractions.Minimum internet bandwidth of 50 MB down / 5 MB up.An appropriate work surface and seating for a professional home office setup.Notice of Licensing Requirement:•   As a condition of employment, your office/area may require you to obtain an adjuster and/or an appraiser license.  If applicable, you will be required to secure license(s) within 60 days of hire.•   If required, the Hiring Manager will work with you along with the Centralized Licensing team to ensure that you are properly licensed.Sign On Bonus:You may be eligible for a $1,000 Licensing Sign on Bonus if you have the applicable active licenses needed for this role. This could include Home Resident Property & Casualty License, Designated Home State (DHS) Florida or Texas License, and/or applicable Appraiser License.*Candidates who work for or have previously worked for and are seeking to be rehired at Allstate and its family of companies are not eligible for this sign-on bonus.*Allstate Benefits:Being a part of Allstate means you receive a benefits package from Day 1 of employment. This includes time off, healthcare, retirement, and more. That is why as an Allstater, you’ll enjoy a Total Rewards package that includes:•    Competitive pay with needed support for continuous development and career advancement.•    Flexibility in scheduling and a time off policy that helps support your work/life balance.•    Initial and ongoing training to get you proficient in your new role•    Comprehensive benefits like a 401K/pension, education reimbursement, and programs to help you balance work with the rest of your life